S Duranda Email & Phone Number

• Participate in performance management of the team by giving a weekly feedback to Quality Operation Managers & Team Operation Managers• Prepare weekly and monthly reports on the number of evaluations done by Quality and Operations. Identify the trends and workout action plans for improvement• Engage in coaching and advisor development for performance improvement• Support processes and the department in achieving the objective of enhancing the customer experience• Conducting refresher trainings or developmental activities to enhance the Customer Service orientation of the teams and providing second level support to the advisor. This was mainly done to enhance advisor communication skills.• Identify the recursive training needs of the floor on the basis of the customer satisfaction reports and the Internal Quality reports, in collaboration with the Training Department

• Participate in performance management of the team by giving a weekly feedback to Quality Operation Managers & Team Operation Managers• Prepare weekly and monthly reports on the number of evaluations done by Quality and Operations. Identify the trends and workout action plans for improvement• Engage in coaching and advisor development for performance improvement• Support processes and the department in achieving the objective of enhancing the customer experience• Conducting refresher trainings or developmental activities to enhance the Customer Service orientation of the teams and providing second level support to the advisor. This was mainly done to enhance advisor communication skills.• Identify the recursive training needs of the floor on the basis of the customer satisfaction reports and the Internal Quality reports, in collaboration with the Training Department

• Certification of new hires in not more than 2 weeks period• Adherence to Quality standards defined by the client • Evaluate advisor performance and Customer Satisfaction Metrics on calls• Provide feedback to the advisors on the calls monitored• Engage in coaching and advisor development for performance improvement• Carry out periodic call listening and audits to identify customer experience gaps• Conduct calibration exercise for the teams managed• Conduct reviews with the team based on the data analysis and reports• Identify opportunities for improvement in the Quality Circle performance• Upgrade knowledge and skills on the product and processes to be efficient and effective evaluator• Provide feedback and recommendations to add value to the business• Weekly/Monthly interaction with the client in order to determine progress and improvement areas• To ensure new hires have in-depth product knowledge, hands-on experience and soft skills during the OJT period